U.S. patent application number 10/649778 was filed with the patent office on 2005-03-03 for managing incoming calls and/or messages in a communications system.
This patent application is currently assigned to Siemens Aktiengesellshaft. Invention is credited to Holz, Stefan, Liu, Jane, Winikoff, Dave.
Application Number | 20050047562 10/649778 |
Document ID | / |
Family ID | 34104685 |
Filed Date | 2005-03-03 |
United States Patent
Application |
20050047562 |
Kind Code |
A1 |
Holz, Stefan ; et
al. |
March 3, 2005 |
Managing incoming calls and/or messages in a communications
system
Abstract
Managing incoming calls and/or messages in a communications
system In a communications system, incoming calls and/or messages
are managed by checking upon receipt of a call and/or message--if a
pre-defined availability status allocated to a recipient of the
call and/or message is activated. Upon activation of a pre-defined
availability status a pre-defined filter rule is applied to the
call and/or message in accordance with the activated availability
status. A call and/or message handling action associated with the
activated availability status is executed.
Inventors: |
Holz, Stefan; (Toronto,
CA) ; Liu, Jane; (Oakville, CA) ; Winikoff,
Dave; (Sunnyvale, CA) |
Correspondence
Address: |
STAAS & HALSEY LLP
SUITE 700
1201 NEW YORK AVENUE, N.W.
WASHINGTON
DC
20005
US
|
Assignee: |
Siemens Aktiengesellshaft
Munich
DE
|
Family ID: |
34104685 |
Appl. No.: |
10/649778 |
Filed: |
August 28, 2003 |
Current U.S.
Class: |
379/88.22 ;
379/88.12 |
Current CPC
Class: |
H04M 2203/651 20130101;
H04M 3/436 20130101; H04M 3/42365 20130101; H04M 3/4211 20130101;
H04Q 2213/13375 20130101; H04Q 2213/13336 20130101; H04M 2203/2072
20130101; H04Q 3/0016 20130101; H04Q 2213/13256 20130101 |
Class at
Publication: |
379/088.22 ;
379/088.12 |
International
Class: |
H04M 001/64 |
Claims
What is claimed is:
1. A Method of managing incoming calls and/or messages in a
communications system comprising the steps of: upon receipt of a
call and/or message checking if a pre-defined availability status
allocated to a recipient of the call and/or message is activated;
upon activation of a pre-defined availability status applying a
pre-defined filter rule to the call and/or message in accordance
with the activated availability status; and executing a call and/or
message handling action associated with the activated availability
status.
2. A Method as set forth in claim 1, wherein the availability
status is selectable for activation by the recipient of the call
and/or message.
3. A Method as set forth in claim 2, wherein only one availability
status is activated at a time.
4. A Method as set forth in claim 1, wherein any call and/or
message is signalised and routed to the recipient by applying the
filter rule relating to an availability status in which the
recipient is prepared to receive calls and/or messages.
5. A Method as set forth in claim 1, wherein only calls and/or
messages originating from a pre-determined set of callers and/or
senders are signalised and forwarded to the recipient by applying
the filter rule.
6. A Method as set forth in claim 1, wherein any call and/or
message is forwarded to an other pre-defined recipient by executing
the call and/or message handling action.
7. A Method as set forth in claim 1, wherein the call and/or
message handling action comprises notifying the recipient of
attempted communication by means of a message directed to a
selected communication device allocated to the recipient.
8. A Method as set forth in claim 1, wherein the call and/or
message is routed to a destination associated with an entry in a
personal scheduler of the recipient.
9. An Apparatus for managing incoming calls and/or messages in a
communications system comprising: means for checking, upon receipt
of a call and/or message, if a pre-defined availability status
allocated to a recipient of the call and/or message is activated;
means for applying, upon activation of a pre-defined availability
status, a pre-defined filter rule to the call and/or message in
accordance with the activated availability status; and means for
executing a call and/or message handling action associated with the
activated availability status.
10. A Computer program product stored on a computer usable medium
comprising: computer readable means for causing a computer to
check, upon receipt of a call and/or message, if a pre-defined
availability status allocated to a recipient of the call and/or
message is activated; computer readable means for causing the
computer to apply, upon activation of a pre-defined availability
status, a pre-defined filter rule to the call and/or message in
accordance with the activated availability status; and computer
readable means for causing the computer to execute a call and/or
message handling action associated with the activated availability
status.
Description
FIELD OF THE INVENTION
[0001] The present invention relates to a method of managing
incoming calls and/or messages in a communications system, to an
apparatus for managing incoming calls and/or messages in a
communications system and to a computer program product.
BACKGROUND OF THE INVENTION
[0002] Pre-defined rules for managing calls or messages are
commonly used in communication systems. For instance,
implementations of such rules comprise call forwarding functions in
telephone systems and notification functions in email systems.
Especially in email systems, notification functions are provided in
order to inform a sender of a message about a message delivery, a
recipient having read the message or a delayed response to message
due to e.g. a longer absence of the recipient. Many email systems
also provide functionality for notifying an email user of an
incoming email message in his message box by means of a text
message sent to a mobile phone of the email user.
[0003] Another field of application of pre-defined rules for
managing calls or messages is filtering unwanted spam emails.
Usually, spam emails are filtered by defining criteria for blocking
or deleting messages that are sent using a certain email address or
that contain certain keywords. However, a major drawback of such
solutions is their lack of selectivity, for the willingness to
receive or respond to a message often depends on the current
situation.
[0004] It is an object of the present invention to provide a
management of incoming calls and/or messages in a communications
system regardless of the respective communication platform and
enabling a situational use of call and/or message management
functions.
SUMMARY OF THE INVENTION
[0005] The attainment of the above object may be achieved through
use of a method according to claim 1, an apparatus according to
claim 9 and a computer program product according to claim 10.
[0006] A method of managing incoming calls and/or messages in a
communications system in accordance with the present invention
comprises--upon receipt of a call and/or message--checking if a
pre-defined availability status allocated to a recipient of the
call and/or message is activated. Upon activation of a pre-defined
availability status, a pre-defined filter rule is applied to the
call and/or message in accordance with the activated availability
status. Further, a call and/or message handling action associated
with the activated availability status is executed. An apparatus
for managing incoming calls and/or messages in a communications
system in accordance with the present invention comprises means for
executing above-mentioned steps. A computer program product in
accordance with the present invention is stored on a computer
usable medium and comprises computer readable means for causing the
execution of the above mentioned steps.
[0007] In a preferred embodiment of the present invention, the
availability status is selectable for activation by the recipient
of the call and/or message. This ensures a reliable activation of
an availability status on the recipient's demand and simplifies the
use of the present invention.
[0008] In an other preferred embodiment of the present invention,
only one availability status is activated at a time. This enables a
collision-free application of filter rules and a consistent
execution of call and/or message handling actions.
[0009] In yet an other preferred embodiment of the present
invention, any call and/or message is signalised and routed to the
recipient by applying the filter rule relating to an availability
status in which the recipient is prepared to receive calls and/or
messages. This allows switching off any filtering and call and/or
message handling functionality upon recipient's demand and thus
preventing an unnecessary tie-up of system resources.
[0010] In yet an other preferred embodiment of the present
invention, only calls and/or messages originating from a
pre-determined set of callers and/or senders are signalised and
forwarded to the recipient by applying the filter rule. This makes
it possible to reduce the burden of answering calls and/or messages
to an indispensable minimum.
[0011] In yet an other preferred embodiment of the present
invention, any call and/or message is forwarded to an other
pre-defined recipient by executing the call and/or message handling
action. This enables realising proxy role within a communications
system.
[0012] In yet an other preferred embodiment of the present
invention, the call and/or message handling action comprises
notifying the recipient of attempted communication by means of a
message directed to a selected communication device allocated to
the recipient. This enables an easy integration of unified
messaging system functionality
[0013] In yet an other preferred embodiment of the present
invention, the call and/or message is routed to a destination
associated with an entry in a personal scheduler of the recipient.
This provides convenient configuration of situational call and/or
message forwarding functionality and enables using synergies from
employing computer-based personal schedulers.
[0014] The foregoing and other features and advantages of the
present invention will be more readily apparent from the following
detailed description of a preferred embodiment of the present
invention, which proceeds with reference to the accompanying
drawings.
BRIEF DESCRIPTION OF THE DRAWINGS
[0015] FIG. 1 is flow diagram of a method of managing incoming
calls and/or messages in a communications system.
[0016] FIG. 2 is a block diagram of components of a user profile
administered by a call/message management controller.
[0017] FIG. 3 is a block diagram of a communications system
comprising a private branch exchange, unified messaging system and
a call/message management controller.
DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS
[0018] Referring to FIG. 1, there is illustrated a flow diagram of
a method of managing incoming calls and/or messages in a
communications system. First, a user or recipient respectively
selects an availability status from a list associated with a user
profile (step 101). Only one availability status can be activated
at a time. The selection of an availability status can be made by
using a mobile phone or a personal computer offering capabilities
for displaying availability states selectable for activation, data
input capabilities and capabilities for connecting to a
call/message management controller described below. Preferably, an
availability status should be chosen that reflects the current
readiness of a user of accepting a call or a message, as
characterised by e.g. `in office`, `in conference`, `on holiday`
etc.. In a next step incoming calls and messages directed to the
user are monitored (step 102). If a call or message has been
received, the activated availability status will be determined by
querying a database allocated to the call/message management
controller described below (step 103).
[0019] After having determined the activated availability status, a
filter rule is applied to the incoming call or message in
accordance with the activated availability status (step 104). By
applying a filter rule relating to an availability status in which
the user is prepared to receive calls and messages, any call and
message can be signalised and routed to the user. Alternatively,
only calls and messages originating from a pre-determined set of
callers or senders are signalised and forwarded to the recipient by
applying a filter rule.
[0020] Moreover, a call/message handling action associated with the
activated availability status is executed (step 105). This can
effect that any call or message is forwarded to an other
pre-defined recipient. Alternatively, a call/message handling
action can comprise notifying the user of attempted communication
by means of a message directed to a selected communication device
allocated to the user.
[0021] Referring now to FIG. 2, there is illustrated a block
diagram of components of a user profile 201 administered by the
call/message management controller. The user profile 201 is
analysed during the execution of the method of managing incoming
calls and/or messages by the call/message management controller and
stored independently for each user in the database allocated to the
call/message management controller. At a top level the user profile
201 comprises a user configurable list of availability states 202
selectable for activation. The list of availability states 202
usually should cover the most likely availability scenarios
like
[0022] IN OFFICE,
[0023] IN CONFERENCE,
[0024] ON HOLIDAY,
[0025] OFF-TIME,
[0026] BUSINESS TRIP.
[0027] Preferably, the user is offered the possibility to enter
additional availability states in the database on demand. By each
entry in the list of availability states 202, at least one filter
rule to be applied and at least one call/message handling action to
be executed is identified. Consequently, once the definition of
availability states and filter rules and call/message handling
actions allocated thereto has been completed, only an availability
state has to be activated in order to use the desired call/message
management functionality.
[0028] Each entry in the list of availability states is associated
with at least one filter rule stored in a list of selectable filter
rules 203 at the next level of the user profile 201. Each entry in
the list of filter rules 203 defines how incoming calls or messages
should be treated in general. The list of filter rules 203
typically covers filter schemes like
[0029] AVAILABLE (i.e. no filter rule applied),
[0030] DO NOT DISTURB (i.e. no signalling of incoming calls and
messages),
[0031] DO NOT DISTURB WITH EXCEPTION (e.g. based on a VIP contact
list provided by a Groupware application, a delivery indicator like
`URGENT`, `PRIVATE` or `CONFIDENTIAL`, a phone number prefix like
+49 89 722 for Siemens, Munich, Location Hofmannstra.beta.e or
based on an email domain like siemens.com),
[0032] DELEGATE (i.e. forwarding calls and messages to a proxy
person).
[0033] At a more advanced level of a call/message management
controller implementation additional filter schemes can be provided
covering criteria like
[0034] AGE OF MESSAGE,
[0035] REMINDER (e.g. task, appointment or birthday),
[0036] MESSAGE SUBJECT KEY WORD,
[0037] MESSAGE BODY KEY WORD,
[0038] NUMBER OF MISSED CALLS/MESSAGES (e.g. greater than an
average value),
[0039] NUMBER OF MISSED CALLS/MESSAGES FROM SAME CALLER/SENDER,
[0040] NUMBER OF MISSED MESSAGES REGARDING KEY WORDS.
[0041] In many cases, multiple combinations of above-mentioned
filter schemes are possible. For example, in case of the `DO NOT
DISTURB WITH EXCEPTION` filter scheme, a disturbance can be
allowed, if a caller/sender is a member of a VIP contact list or a
specified email domain, and if a message is urgent or a call is
made from a terminal having a specified phone number prefix. Using
a VIP contact list based on an Groupware application like MS
Exchange/Outlook or Lotus Domino offers the advantage that a
contact entry including information about phone number, mobile
phone number or email address just has to be added to the list for
making the call/message management controller filter calls and
messages by means of a contact person's phone number, mobile phone
number or email address regardless of the communication medium
currently used.
[0042] Moreover, each entry in the list of availability states is
also associated with at least one call/message handling action
stored in a list of selectable call/message handling actions 204 at
the third level of the user profile 201. A call/message handling
action will take effect after applying at least one filter rule
associated with the currently activated availability status.
Typical options for call/message handling actions are
[0043] NOTIFY RECIPIENT (e.g. send email or text message, page
recipient),
[0044] FORWARD CALL/MESSAGE (e.g. to proxy person phone number, fax
number, email address or to a voice mail box),
[0045] CREATE JOURNAL ENTRY (e.g. of inbound activity),
[0046] FIND/FOLLOW ME.
[0047] The `FIND/FOLLLOW ME` option enables routing a call or a
message to a destination associated with an entry in a personal
electronic scheduler of the user. Such an entry may comprise
information about a contact person to be visited or met, date and
time of a visit or meeting and additional call or message
forwarding information, e.g. forward to contact person or proxy
person as indicated in the personal electronic scheduler of the
user.
[0048] An email, a text message, paging information or a journal
entry may comprise information about
[0049] CALL/MESSAGE TYPE (e.g. missed call or email, fax or voice
message),
[0050] SUBJECT (e.g. of an email address),
[0051] LENGHTH (e.g. of a voice message),
[0052] NUMBER OF PAGES (e.g. of a fax message),
[0053] CALLER/SENDER,
[0054] DATE/TIME OF RECEPTION,
[0055] REPLY OPTIONS.
[0056] `REPLY OPTIONS` may comprise information about a mobile
phone number for answering by a text message, an office phone
number of the caller or sender or a private phone or fax number or
email address depending on an answer option selection of the caller
or sender. In many cases, a caller or sender identification may be
used to select an appropriate `REPLY OPTION`, e.g. as indicated in
a contact list provided by a Groupware application. Further, a
journal entry may comprise availability information relating to the
user and as the case may be, taken action.
[0057] Moreover, it is also possible to select multiple
call/message handling actions per filter rule. According to a more
advanced implementation of a call/message management controller,
also the following call/message handling actions are provided:
[0058] CREATE TASK (e.g. in Groupware application, with or without
due date),
[0059] VOICE MAIL ANNOUNCEMENT WITH TIME DEPENDENCIES (e.g. by
using start and end date of availability information and proxy
information),
[0060] OUT OF OFFICE REPLY EMAIL WITH TIME DEPENDENCIES (e.g. by
using start and end date of availability information and proxy
information),
[0061] PLAY ANNOUNCEMENTS/MUSIC (e.g. on holding a call).
[0062] In addition to specifying a call/message handling action,
options for delivering a call or message may be chosen from a list
of destinations options 205. Such a list typically comprises
entries like
[0063] EMAIL TYPE (e.g. MS Exchange/Outlook, Lotus Notes,
SMTP),
[0064] VOICE MAIL TYPE (e.g. use IMAP4 to trigger message
forwarding within enterprise communications network),
[0065] PHONE NUMBER TYPE (e.g. use international format like +1 905
. . . ),
[0066] TEXT MESSAGE TYPE (e.g. provide text message compliant to
Wireless Access Protocol 1.2 Standard, support message forwarding
via SMTP to SMS protocol conversion),
[0067] NUMERIC PAGER TYPE,
[0068] ALPHANUMERICE PAGER TYPE.
[0069] Referring now to FIG. 3, there is illustrated a block
diagram of a communications system comprising a call/message
management controller 301, a unified messaging system 302 a private
branch exchange 304 and a personal computer 306 which are
interconnected via e.g. a bus system or data network 311 like a
LAN. The private branch exchange 304 enables access for the user to
a mobile communications network 308 or to a public fixed telephone
network 309 via a terminal equipment 305, e.g. a fixed telephone,
connected to a line trunk unit of the private branch exchange 304
or via the personal computer 306 with a computer telephony
application installed thereon. Moreover, the private branch
exchange 304 also enables access for the user from the terminal
equipment 305 or from a mobile telephone 307 in the mobile
communications network 308 to the call/message management
controller 301.
[0070] The unified messaging system 303 comprises the functionality
of an email server connected to an packet data network 310 like the
internet and also the functionality of a telephony server connected
to the private branch exchange 304 and handling reception and
management of voice and fax messages. The call/message management
controller 301 comprises a processing unit 312 and a memory unit
313 and can access to status information stored in the unified
messaging system 303 and in the private branch exchange 304
relating the user, e.g. preferences or activated features and
services. After having analysed the status information, the
call/message management controller can modify preferences,
activated features and services of the user by sending respective
control commands to the unified messaging system 303 or to the
private branch exchange 304 via specified hardware and software
interfaces.
[0071] Particularly, sending control commands to the unified
messaging system 303 or to the private branch exchange 304 will
take the effect that filter rules are applied and call/message
handling actions are executed as described above. For this reason,
the call/message management controller 301 comprises means for
checking, upon receipt of a call or a message, if a pre-defined
availability status allocated to the user is activated. The
call/message management controller 301 also comprises for applying,
upon activation of a pre-defined availability status, a pre-defined
filter rule to the respective call or message in accordance with
the activated availability status. Additionally, the call/message
management controller 301 comprises means for executing a call or
message handling action associated with the activated availability
status as described above. All these means are preferably
software-implement. Thus, in a preferred embodiment of the present
invention the call/message management controller 301 has a computer
program product 314 stored on a computer usable medium allocated to
the call/message management controller 301, e.g. the memory unit
313. The computer program product 314 comprises computer readable
means for causing the call/message management controller 301 to
execute above-mentioned steps of the method of managing incoming
calls and/or messages. Furthermore, the call/message management
controller 301 is connected to a database 302 for storing user
profiles as described above. Therefore, the call/message management
controller 301 can match status information received from the
unified messaging system 303 or the private branch exchange 304
with parameters of the user profiles for calculating or determining
appropriate control commands to be executed in the unified
messaging system 303 or the private branch exchange 304. Besides,
both the call/message management controller 301 and the unified
messaging system 303 may be implemented as modules integrated in
the private branch exchange 304.
[0072] The user can use his terminal equipment 305, personal
computer 306 or his mobile telephone 307 to define or modify his
user profile administered by the call/message management controller
301 and stored in the database 302. By means of a single user
interaction, e.g. a one button activation at the terminal equipment
305, personal computer 306 or mobile telephone 307, the user is
able to change his availability status effecting that the filter
rules are applied in accordance with the activated availability
status and that the call/message handling actions associated with
the availability status are executed.
[0073] The application of the present invention will be further
illustrated by means of an application scenario with the user being
on a business trip. The user starts by generating a new entry in
his user profile for the availability status `BUSINESS TRIP`, if
not yet defined. In this status, the user expects several important
calls which he intends to accept on his mobile phone 307. Thus he
configures his user profile in a manner that contact information
relating to the accepted callers will be added to the VIP contact
list. Further, the user activates the filter rule `DO NOT DISTURB
WITH EXCEPTION`. Besides, the user selects the call/message
handling action `FORWARD CALUMESSAGE` and sets his mobile phone
number as a parameter. This effects that only calls originating
from persons covered by the VIP contact list will be forwarded to
the user's mobile phone 307. The user also chooses the call/message
handling action `VOICE MAIL ANNOUNCEMENT WITH TIME DEPENDENCIES` in
order to make any caller except those covered by the VIP contact
list receive a respective announcement.
[0074] Moreover, if the user wants to get additionally notified of
urgent email, voice or fax messages, he modifies the filter rule
accordingly and selects the call/message handling action `NOTIFY
RECIPIENT` with the parameter `send text message`. Further, the
user configures the call/message handling action `OUT OF OFFICE
REPLY EMAIL WITH TIME DEPENDENCIES` in order to notify a sender of
an email that his message will not be answered during the user's
business trip. Once the user has completely defined the
availability status `BUSINESS TRIP`, he can re-use the respective
configuration for the next business trip by simply activating the
availability status `BUSINESS TRIP` without having to completely
define the configuration for this status again. If necessary, the
can make modifications to his pre-configured user profile.
[0075] It is to be noted that many modifications and variations of
above embodiments may be made without departing from the novel and
advantageous features of the present invention. Accordingly, all
such modifications and variations are intended to be included
within the scope of the claimed invention.
* * * * *